Knowledgebase

Frequently asked questions

You can find the answers to the most frequently asked questions here. Couldn’t find your question? Send us an email using the contact form.

Repairs and maintenance

We make a distinction between repairs and urgent repairs. Read the answers to the most frequently asked questions below.

Interior paintwork and double glazing

Prevent wood decay caused by bad interior paintwork and prevent glass breakage. Read all about it in the document ‘Ventilation, mould and paintwork’ [only in Dutch]

Boiler maintenance

The maintenance of your boiler will be carried out by Energiewacht, provided this is included in your tenancy agreement.

Nameplate

You can request a nameplate from us.

Garden maintenance

If you are renting a property with a garden, you must maintain it well and use it exclusively for your own leisure. You may not use the garden as a repair workshop, a parking space or as a garage for vehicles (such as cars, motorcycles, caravans, bicycles, mopeds, scooters, boats, trailers, prams and the like), or as a storage space for refuse or materials of any nature whatsoever. You may not plant any kind of greenery that may grow higher than one and a half metres.

Mould

Damp may cause mould. Many people think that damp problems are caused by external factors. In practice, however, it seems that damp usually comes from inside the house. This is because the most common cause of damp is humans and pets, or household activities such as cooking, drying laundry, the dishwasher and the like. This can cause up to 10 – 15 litres of damp in your residence. The solution for most damp problems is ventilation. The residence must be ventilated every day and additionally when a lot of damp is released. The best possible way to ventilate is by opening windows across from one another wherever you can. Many people believe that having a window open for a couple of hours is sufficient. However, you really have to ventilate all day long. Ventilation therefore entails more than airing spaces for just half an hour. Please refer to the document ‘Ventilation, mould and maintenance [only in Dutch]. Here are some tips to remove mould:

  • Dissolve 6 grams of soda in 1 litre of hot water. Rub the solution with a firm brush onto the mould or pour it onto the mould area. Always rinse it with water afterwards.
  • You can treat persistent mould with bleach. Use 25 ml of bleach to 1 litre of water. Use a sponge to dab this onto the mould and leave the spot to dry. If the mould has not disappeared after one day, then try it again.
  • You can also buy commercial mould remover from a shop.

Changes to the rented residence

If you would like to make changes to the residence, you must send us a written application. We have the right to refuse your application without giving reason.

Ventilation

You must ventilate your residence 24 hours a day! If your residence is fully insulated, then only ventilate it for a couple of hours in the evening, as well as for half an hour after showering. You must clean your ventilation grills every 3 to 6 months and leave the extractor fan on for one hour after cooking. Read the document ‘Ventilation, Mould and Maintenance’ [only in Dutch] and find out how this can save you money and how to prevent mould. This document also gives advice on how to keep the ventilation grills clean. This is important, because otherwise they won’t work, which can cause mould.

Interior maintenance of residence

Together with the landlord you are responsible for the maintenance of the residence. The tenant’s maintenance duties are set out in the document ‘Small Repairs and Maintenance’ [only in Dutch], which specifies what maintenance, such as paintwork, is the tenant’s responsibilities and what the landlord’s. We normally consult with you well in advance when maintenance work that is at the landlord’s expense is going to be carried out.

Urgent repairs

This includes, for example, a burst or leaking water main, a clogged or flooded (communal) sewer and fire damage. A non-functioning central-heating boiler or lack of warm water are NOT urgent repairs.

Report urgent repairs during office hours on +31 (0)70 – 361 56 00 and select option 2. Outside office hours, you may call in a specialist yourself to help fix your urgent problem by means of a ‘temporary repair’. Make sure that you report performed repairs by third parties to us on the first working day.

Application for repair

Submit your written application for repair by using the contact form below. Please send us as much detailed information as you can, preferably including images, so that we can help you better and faster. We will keep you informed about the settlement of your application. Please check in the document “Small Repairs and Maintenance” [only in Dutch] whether the repair costs are at your expense or at the landlord’s. You can find maintenance tips in the document ‘Ventilation, Mould and Maintenance‘[only in Dutch].

Tenancy agreements and moving

Find the answers to your questions about the tenancy agreement, how to give notice and the tenancy agreement termination procedure here.

General conditions

The general conditions are provisions that are part an integral part of your tenancy agreement.

Internal regulations

The internal regulations are a supplement to the rules vested in the law or in the owners’ association deed of division. These regulations comprise rules regarding the use shared areas and private areas, noise nuisance, rules regarding garden maintenance, meeting procedures, instructions to the managing board and other matters.

In other words, the internal regulations contain rules that apply to all tenants of a housing property. They must contribute to a qualitative and comfortable communal living area. Each residence has its ow internal regulations, which you will receive at the start of your tenancy. Have you lost your copy? Then you can request it again.

Rent

The rent must be paid before or on the first day of the month. Nowadays, most tenants pay by direct debit, which is often agreed contractually. If you can’t meet your obligations, please contact us immediately to avoid any additional costs. From experience we know that if you wait too long, the costs that you incur can rise considerably. If you haven’t authorised a direct debit yet, you can find the mandate form  under the documents. Please fill it in and send it to us.

Moving checklist

  1. Deregistering with the population register or passing on change of address to the municipality
  2. Cancelling your gas, water and electricity contract.
  3. Cancelling your geyser, water heater or, if you have one, your gas heater contract.
  4. Cancelling your television, internet, telephone and other subscriptions.
  5. Providing changes regarding housing benefit.
  6. Forwarding mail through postnl.nl

For more information, read the document ‘Information about Giving Notice‘ [only in Dutch].

Final inspection

On the last day of your tenancy agreement, we will come and carry out a final inspection of the residence. During this final inspection, together with you we will check if the residence is being handed over as agreed. We will confirm these findings to you in writing in the final inspection report. Should there be repairs that we need to carry out at the time of the hand-over, then you will be charged for them. We will either offset these costs against the security deposit or we will charge you for them.

Prior inspection

After you have given notice, we will plan for a prior inspection of the leased residence. During the inspection, we will determine whether repairs or changes are necessary before you hand over the residence to us. An account of any necessary work will be included in the inspection report, after which we will immediately arrange the definitive hand-over with you.

Giving notice

After the minimum tenancy period of one year, the notice period is one calendar month, unless stated otherwise in the tenancy agreement. Giving notice of the tenancy agreement must be submitted in writing and sent by registered mail or via the contact form below. We must receive the notice no later than before the first of the following month. Please note: If the agreement pertains to several tenants, then they must all give notice separately!

After receipt of the notice we will send a confirmation of receipt, in which we will ask you to contact us, or an assigned estate agency, for the inspection of the residence. During the inspection, we will determine whether repairs or changes are necessary before you hand over the residence to us. An account of any necessary work will be included in the inspection report, after which we will immediately arrange the definitive hand-over with you. During this final inspection, we will check with you whether the residence is being handed over as agreed. We will confirm these findings in writing in the final inspection report. Should there be repairs that we need to carry out at the time of the hand-over, then you will be charged for them. We will either offset these costs against the security deposit or we will charge you for them.

Please state the reason of your notice – buying/moving in with partner/moving to a senior accommodation/deceased/rent price.

Financial affairs

Read all about service costs, energy costs and security deposits here.

Security deposit

When the tenancy agreement expires, the landlord will keep part or all of the security deposit as a guarantee for the fulfilment of the tenant’s duties regarding the settlement of the service and/or energy costs. The security deposit surplus will be settled by the landlord within six weeks after the service and energy costs have been settled and after any claims the landlord may have on the tenant have been deducted/ off-set.

Settlement of service and energy costs

The advance payments for service provisions made by you will be periodically off-set, based on the actual costs. This we will do once we have received all information on use from the bodies concerned.

Nuisance

Here you can find practical advice on and information about our nuisance handling procedure.

Nuisance caused by neighbours

Living next to each other means you have to consider one another. You can prevent nuisance and take nuisance precautions yourself. Nuisance could be caused by noise, for example, but also by leaving stuff or rubbish in places that are not designated for that purpose.

In the documents you can find tips and our handling procedure, in the event of neighbour nuisance.

Changing your contact details

It is important that we can reach you. Therefore, if there are any changes in your address, phone number or email, please let us know by submitting these using the contact form below.

Providing contact details

Should your contact details change, please send these to us in writing as soon as possible. In order to communicate well with you, we need your correct contact details, such as your email address and both your private and work phone numbers.

Garden or balcony

Does your rented residence have a garden or balcony? Find more information about usage and maintenance here.

Balcony

The balcony is usually visible to others. The purpose is to enjoy being outside and not to use it as a repair workshop, a parking space or as a garage for vehicles (such as cars, motorcycles, caravans, bicycles, mopeds, scooters, boats, trailers, prams and the like), or as a storage space for refuse or materials of any nature whatsoever. It is not permitted to mount a satellite dish on the property.

Garden

The purpose of a garden is to enjoy it and it’s usually visible to others. It is not permitted to plant trees or bushes that grow taller than 1.5 metres. If these are present, the tenant must remove them straight away. You may not use the garden as a repair workshop, a parking space or as a garage for vehicles (such as cars, motorcycles, caravans, bicycles, mopeds, scooters, boats, trailers, prams and the like), or as a storage space for refuse or materials of any nature whatsoever.